OldCastle

Regional Client Services Manager (East)

OldCastle$75K — $95K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years in customer service, call center, logistics, distribution, or operations leadership
  • Supervisory or people management experience required
  • Ability to lead and develop teams across multiple locations
  • Strong communication and conflict resolution skills essential
  • Experience in multi-site operational environments
  • Proficiency with SAP or ERP systems
  • Willingness to travel regionally as needed

Responsibilities

  • Lead and coach branch customer service personnel
  • Drive accountability to service standards and operational procedures
  • Own and analyze key performance indicators (KPIs)
  • Partner with trainers to manage onboarding and employee development
  • Identify service gaps and training opportunities
  • Support talent development and succession planning
  • Collaborate with operations to enhance order flow and customer responsiveness
  • Promote a customer-first culture across branches

Benefits

  • Industry-competitive benefits at a low cost to employees
  • Work-life balance with PTO, holidays, and floating holidays
  • Pay-for-performance culture with potential for raises and bonuses
  • Training provided to equip employees with necessary skills
Full Job Description
What You'll Get to Do
As a Regional Client Service Manager, you'll lead & support customer service operations across multiple branch locations in your assigned region. You'll be the go-to leader for a team of ~13 branch CS leads -- coaching, developing, & holding them accountable to the service standards that keep our customers coming back.

Key Responsibilities:
  • Lead, coach & performance manage regional customer service personnel across branch locations
  • Drive accountability to OBE service standards, policies & operational procedures
  • Own KPI performance -- response times, order accuracy, customer satisfaction, escalation resolution & productivity
  • Partner with our Trainer, Client Services to coordinate onboarding, refresher training & employee development
  • Identify service gaps, process inefficiencies & training opportunities across the region
  • Support succession planning & talent development within the CS organization
  • Collaborate with operations & supply chain to improve order flow, inventory visibility & customer responsiveness
  • Champion a customer-first culture across every branch interaction

Travel as needed to support branch operations, training rollouts & performance management

What We Are Looking For

We're looking for a people-first leader with a track record in multi-site customer service or operations. Someone who can walk into a branch, build trust fast, & drive performance without losing sight of the people behind it.
  • 5+ years of customer service, call center, logistics, distribution, or operational leadership experience
  • Previous supervisory or people management experience
  • Proven ability to lead, coach & develop teams across multiple locations
  • Strong communication & conflict resolution skills
  • Experience working within multi-site operational environments
  • SAP or ERP system experience
  • Comfortable with regional travel

Preferred:

  • Bachelor's degree preferred: Business, Supply Chain, Operations, Communications, or related
  • Experience in architectural hardware, glass & glazing, or building materials
  • Background supporting customer service transformation or continuous improvement initiatives
  • Familiarity with 8x8 or similar customer interaction platform
  • Bilingual or multilingual a plus in our diverse branch environments


What OBE Offers You
  • Benefits that benefit you - industry competitive benefits at the lowest cost to the employee
  • Work-life balance - PTO and holidays, including floating holidays you can choose
  • Compensation that rewards your hard work - A pay-for-performance culture with potential for annual raises and bonuses
  • Training - We will equip you with the knowledge and skills you need to succeed

About OldCastle

Oldcastle BuildingEnvelope Careers

Joining Oldcastle BuildingEnvelope presents a prime opportunity to advance one's career amidst a team of professionals dedicated to innovation and excellence in the building industry. As a leading company, Oldcastle BuildingEnvelope offers a range of job opportunities that cater to diverse skill sets and career aspirations.

Explore Career Opportunities

Oldcastle BuildingEnvelope is actively hiring, seeking individuals who are passionate, driven, and ready to contribute to groundbreaking projects. The company provides a robust platform for professional growth, ensuring that every team member has the resources and opportunities to excel.

Professional Growth and Development

At Oldcastle BuildingEnvelope, career growth is a priority. The company supports professional development through comprehensive training programs, including leadership development and diversity training. These initiatives are designed to enhance skills and foster a culture of leadership and innovation.

Internship Programs

For students and recent graduates, Oldcastle BuildingEnvelope offers internship programs that provide a real-world foundation in the building industry. Internships are pivotal, offering both practical experience and professional networking opportunities, which are crucial for career advancement.

Benefits and Culture

Oldcastle BuildingEnvelope is committed to fostering a supportive and inclusive culture. The company offers competitive benefits to ensure the well-being of its team members. These benefits support both personal and professional growth, making Oldcastle BuildingEnvelope a desirable place of employment.

Join the Team

Oldcastle BuildingEnvelope is looking for creative, solution-driven team players. Explore open positions that match your skills and interests on the Oldcastle BuildingEnvelope careers page. Each position offers a unique opportunity to contribute to the company’s success while advancing personal career goals.

Innovation at Work

Employees at Oldcastle BuildingEnvelope are at the forefront of innovation in the building materials industry. The team's collaborative efforts drive significant advancements, positioning the company as a leader in its field.

Networking and Career Advancement

Oldcastle BuildingEnvelope encourages networking within the industry, providing employees with opportunities to connect with peers and leaders who can influence their career trajectory. This approach not only enhances professional relationships but also amplifies career development.

Applying for a Position

To apply for a position at Oldcastle BuildingEnvelope, candidates should prepare a resume that highlights relevant experience and skills. The interview process is designed to assess fit both for the position and the company culture, ensuring mutual growth and success.

Stay Connected

Keep up to date with the latest from Oldcastle BuildingEnvelope by subscribing to job alert emails. Tailor your subscription to receive updates that align with your career interests and professional goals.

Explore Jobs and Careers

Discover the exciting and rewarding opportunities awaiting at Oldcastle BuildingEnvelope. Whether looking for a position in innovation, leadership, or project management, Oldcastle BuildingEnvelope is the place to build a formidable career. Visit the Oldcastle BuildingEnvelope Jobs and Careers page to start your journey today.
Learn more about OldCastle
Industry
Founded
1978

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